Description:
Some key responsibilities of the Team Supervisor, Service Center include:
- Provides leadership, coaching, mentoring and direction to employees in the Service Centre, including matters related to operations, targets and service standards, with an emphasis on client service excellence.
- Works closely with the Manager, Service Centre on all areas of operations, including contributing to the direction, design and implementation of strategic initiatives for the Centre.
- Provides daily oversight and monitoring of activities of the Centre. Develops, adapts and implements work schedules and assigns work as required to provide an effective level of service in all areas to achieve service targets and standards.
- Ensures all Centre functions are effective, efficient and achieved with a client-first approach and recommends solutions to the Manager to improve internal processes, services and workflow.
- Oversees the daily performance of Centre employees, in collaboration with the Manager.
- Supports SAs in providing information and independently resolving inquiries at the first point of contact on all matters related to WorkplaceNL programs and services via all service channels.
- Ensures SAs scan and index documents to the imaging system in accordance with service standards and quality. Accountable for maintaining the integrity of quality control and document validation processes on all documents for legibility, completeness and accuracy, which directly impact the integrity of invoice payments, claims management, claims duration and, ultimately, on claimant and employer service.